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QMS Operational Procedure	QOP-72-02
Section 7.2	Section Revision: A	Revision Date: 7/12/2010
Customer Feedback and Complaints
Approved By: Todd Gifford		Date: 7/12/2010

I PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for receiving and processing customer feedback and complaints.

II APPLICATION

This procedure applies to all material customer feedback and complaints.  This procedure concerns Inside Sales/Customer Service, Field Sales, Sales Management, and Quality Assurance.

III PROCEDURE

1. Receiving and logging customer feedback and complaints

1.1 All after-sale customer communication, whether written or verbal, are forwarded to the Sales/Customer Service department. Verbal communication by phone is documented in a Call Report Form QF-72-02-01, established during, or immediately following, the conversation with the customer.

2. Processing customer feedback and complaints

2.1 When customer feedback or complaints are noted in Call Reports, the President and Vice President of Sales reviews the customer feedback/complaint information, and determines what type of response is appropriate.  Complaints regarding product nonconformity are handled via a Corrective Action/Return Material Authorization (CAR/RMA) process via Inside Sales/Customer Service.

3. Corrective and preventive action

3.1 The President and Vice President review customer complaints to determine whether it calls for an internal investigation and should be followed up with a formal corrective action request (CAR).  When a corrective action is initiated, the Corrective Action is entered into the Internal Audit/Management Corrective and Preventive Action Form QF-82-02-01.

3.2 When customer returns nonconforming products, the products are evaluated, inspected and/or tested, and are handled and processed in accordance with Procedure QOP-83-01, Control of Nonconforming Product. Depending on the nature of the nonconformity, Quality Assurance may follow up with requests for corrective or preventive actions.

3.3 When investigation of customer complaint determines that external organizations contributed to the complaint, the President, Vice President of Operations, Vice President of Sales, or Quality Assurance contacts these organizations and provides them with all relevant information. When appropriate, Quality Assurance may issue formal corrective action requests to responsible subcontractors.

4. Records

Records of customer complaints are maintained in Call Reports, Corrective Actions (CAR/RMA’s), and Internal Audit/Management Corrective and Preventive Action Forms.

ASSOCIATED DOCUMENTS

QF-72-02-01 Form: Call Report Form

QF-85-02-01 Form: Corrective Action CAR/RMA Form

QF-82-02-01 Form: Internal Audit/Management Corrective and Preventive Action Form

QF-72-02-02 Form: Online Customer Feedback/Complaint Form

QOP-83-01 Operational Procedure: Control of Nonconforming Product

QOP-85-01 Operational Procedure: Continual Improvement

QOP-85-02 Operational Procedure: Corrective and Preventive Action